I've checked your accound and can see that your current plan is our NBN Standard (nbn12).

Let's say there are 4 devices connected at the same time, not all devices will get the 12mb of speed but rather be divided into all those devices connected. Another thing that we need to consider is the Wi-Fi capability. As you might be aware, the biggest factors which reduces Wi-Fi performance are the effect of distance and internal walls have on signal strength.

Is there any difference if we try to ran a speed test using one device connected via Ethernet cable to your modem?

I would still recommend to have one of our technicians call you to do real time testing with you. Please PM us your best contact time and number and we'll arrange this for you.

The minimum speed during the day is definitely faster than the typical evening speed as this is outside the peak hours. As for your current plan, the typical evening speed is 11.2 and is ideal for 1-2 users.

I'll organise a call back to be made to our Technical Team to check for any further underlying issues. Kindly let us know of your best contact time & number via private message.